IT Help Desk Engineer with over 11 years of experience supporting SME clients in a Managed Service Provider environment. Experienced in Level 1–2 technical support, Windows systems, Microsoft 365, networking, cybersecurity tools, and RMM platforms. Recognized for strong communication, fast issue resolution, and full ticket ownership in high-volume support environments.

Core Skills
• IT Help Desk / Service Desk (L1–L2)
• Windows OS & Windows Server
• Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
• Active Directory Administration
• Network Troubleshooting (LAN, WAN, WiFi, DNS, DHCP)
• Firewall & Security (FortiGate, Kaspersky, Email Security)
• RMM & Remote Support (Datto, Atera, Naverisk, TeamViewer)
• Backup & Disaster Recovery (Veeam BaaS / DRaaS)
• Ticket Management, Documentation & Escalation
• Basic PowerShell Automation